Ollie O'Donoghue discusses some fundamental steps to help you tackle the most common challenges around ensuring processes are followed and deliver value.
"If service desks can reallocate a small percentage of their resources to proactive problem management, there are two considerable benefits."
"At the SITS show this year I spoke about emerging trends in the ITSM space. One trend, I argued, was already taking place and there’s absolutely nothing we can do about it. I call it Expectation Osmosis."
Research reveals that the demand for automation features has grown exponentially since 2012, when only 20% of professionals advised it would influence them, to a massive 63% in 2015.